Proposition Manager
Markerstudy Commercial
Location: Hybrid to any Markerstudy office location, including (but not limited to) Portsmouth, Manchester, Peterborough, Sunderland, Stoke, Southport, Tunbridge Wells.
We're looking for a Proposition Manager to join Markerstudy Commercial, playing a key role in shaping and optimising our customer journeys across Commercial and SME lines.
Sitting within Service Delivery and reporting to the Associate Director of Service Delivery, this role is all about owning the end-to-end customer proposition – ensuring our products, journeys and communications are clear, consistent, compliant and genuinely deliver great customer outcomes.
If you enjoy blending customer insight, digital optimisation and operational process design – and want to make a visible impact in a growing commercial insurance business – this could be a great fit.
What you'll be doing
Leading the digital product estate across Commercial and SME lines
Driving web optimisation ideas into development to improve customer outcomes and conversion
Working closely with Marketing on product and brand proposition opportunities
Identifying and delivering improvements to customer engagement, both digital and traditional
Reviewing products against the market to identify growth and improvement opportunities
Designing, developing and maintaining process flows, customer journeys, telephony scripts and IVRs
Standardising customer communications and touchpoints across the business
Proposing process improvements to enhance operational efficiency and customer satisfaction
Balancing business needs, compliance, Consumer Duty and customer expectations
Developing and supporting direct reports
Ensuring full adherence to FCA, regulatory, information security and governance requirements
What we're looking for
Essential experience
Strong experience designing and maintaining customer journeys, process flows and related documentation
Solid understanding of insurance products and principles
Experience working with systems such as OGI, Acturis and Six
Confident stakeholder management skills, including senior stakeholders
Strong analytical capability with excellent attention to detail
Clear, confident communicator with strong organisational and time-management skills
Comfortable working independently and taking ownership
Desirable
Qualification in process improvement (Lean, Six Sigma or similar)
Why join Markerstudy Commercial?
A genuinely influential role with visibility across the business
The opportunity to shape customer journeys and propositions at scale
A collaborative culture with strong values around teamwork, accountability and innovation
A growing commercial insurance business with ambition and pace
If you're passionate about improving customer experience, shaping propositions and driving meaningful change, we'd love to hear from you.
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